Customer Success Manager

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences. 

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success, and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about. 

Overview:

LivePerson is currently seeking a creative and talented professional to join our Customer Success team as a Strategic Customer Success Manager (Strategic CSM). As a Strategic CSM, you will own a portfolio of Strategic customers and have responsibility for driving successful programs that enable usage growth and overall return on investment. As the trusted advisor on all program related activities, you’ll ensure interactions are managed to customer satisfaction, relationship health and program success.

You will: 

Drive Strategic IntentUnderstand and demonstrate a thorough understanding of the customer's business goals and objectives.Collaborate with Client Partners, Area Vice Presidents and customer stakeholders to translate account strategy into a clear success plan that promotes overall return on investment and is in line with the customer’s desired outcomes.Proactively provide thought leadership, ideas and recommendations in support of customer initiatives and goals.Establish and maintain strong relationships with decision-makers and key influencers within your partner portfolio. 
Deliver GrowthProactively consult and drive the adoption of new, innovative tools and features for increasing the value of LivePerson’s solution.

• Identity new opportunities for growth and expansion in collaboration with Client Partner
• Continuously optimise and improve the development and sharing of best practices, and lessons learned, for increasing overall program efficiency.

Initiate and coordinate new design and improvement initiatives and analysis together with our continuous improvement team.Contribute to revenue generation through renewals, upsells and expansions.
Own Program ManagementWork with LivePerson professional services and solution delivery teams to oversee solution deployment projects, and ensure go-to-market strategy & timeline meets customer expectations.Collaborate with internal stakeholders (Sales, Product, Support and Execs) to complete customer goals, be the voice of the customer to provide visibility and/or escalations, and maintain strong reference ability across your strategic account portfolio.

• Coordinate with Support and TAMs to diagnose and resolve issues highlighted by customers, ensuring resolution in a timely manner. 
• Clear understanding of relevant contractual obligations for each brand

Oversee Operational and Performance Management

• Facilitate and lead regularly scheduled, weekly, monthly or quarterly performance reviews, leveraging operational and messaging expertise to evaluate performance results and recommendations.
• Provision and automation of account performance against contract (hours and usage)
• Ongoing operational monitoring and course correction where required.
• Leverage cross-functional LivePerson operational experts to conduct customer health checks, adopt LP’s suite of  our conversational models and deep dive analysis, to mitigate performance challenges.

Identify and implement new strategies and end points to maximize the programme performance.

• Demonstrate operational improvements through the use of our reporting suite. 

You have:

• BS or BA degree
• 6+ years in delivery or management of SaaS software solutions within Enterprise organisations
• Demonstrated leadership, strong negotiation and conflict resolution skills
• Ability to act as a strategic account leader, leveraging cross-functional resources and teams to meet the needs of LivePerson’s strategic, enterprise customers.
• Ability to multitask, prioritize and utilize effective time management skills to ensure that work related activities are completed in an accurate and timely manner
• Ability to think strategically and identify critical success factors when developing strategy and success plans 
• Ability to translate diverse information into meaningful conclusions and results
• Ability to work effectively in a remote, team oriented, high demand and fast paced environment
• Ability to proactively and continually collaborate with clients and colleagues to ensure business outcomes
• Outstanding interpersonal, relationship building skills conducive to team collaboration
• Solid communication skills to manage to various levels of LivePerson and customer contacts
• Ability to flex travel up to 20 - 40%
• Consistent track record of success and progressive achievement in career to date
• Strong operational knowledge of contact centers and associated KPI’s is preferred

Benefits: 

• Health: medical, dental, vision and wellbeing.
• Time away: vacation, dependent care, holidays, wellness days, and more
• Health: Medical, Dental and EAP.
• Time away: 28 days holiday + up to 5 Care Days.
• Financial: Workplace Pension Scheme, Employee Stock Purchase Plan.
• Family: Paid Parental Leave, maternity support.
• Development: Generous tuition reimbursement and access to internal professional development resources.
• Additional: Group life insurance,
• #LI-Remote

Why you’ll love working here:

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson:

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.

The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information.  This phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets. Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address.

LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information and other related banking information.  If you have any questions and or concerns, please feel free to contact [email protected]